Amazon - Senior Program Manager - Customer Experience - Customer Service Team

Sr Program Manager- CX, CS

Amazon's CS Customer Experience Team is looking for an experienced Sr. Program Manager who can work independently in a fast paced, ambiguous environment. The Customer Experience Team within Customer Service uses customer activity data, feedback and metrics to identify customer pain points, then advocates for and drives change throughout the organization to reduce defects and improve customer experience. As Program Manager, you will collaborate with business and development teams across the company to define functional requirements, high-level process, and technical solutions, and manage all aspects of the project execution - including writing business requirements, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization.

The successful candidate will be a person who works well with global and cross-functional teams of project or product manager, business managers, operations, and software development in maintaining and delivering on a pipeline of customer impacting projects. In addition, they enjoy and excel at working with tech teams to resource, prioritize and manage tech readiness for critical business projects.

Role description

- Advocate on behalf of the Customer during all tech engagements to ensure a consistent high-bar on excellence and project delivery.

- Drive technology initiatives to improve end-to-end Customer Experience.

- Manage all key technical aspects of the Customer Service and Experience improvement.

- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.

- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service

Responsibilities

- Collaborate with other worldwide CS, business teams, product managers, and technical teams to continuously innovate and redesign programs to better serve our customers.

- Lead the effective and efficient delivery of large complex cross-functional projects.

- Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.

- Gain consensus on technical decisions and ensure that appropriate projects are prioritized

- Maximize resources for the greater good of the organization.

- Identify, assess, track and mitigate issues and risks at multiple levels.

- Create, maintain and disseminate project information to stakeholders.

- Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.

- Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS).

Basic Qualification:

- 4+ years of relevant work experience in Technical Program and/or Product Management or leading software development projects with aggressive schedules.

- Proficient knowledge of Project/Program Management principles and processes.

- 3+ years of experience working with cross functional technical teams and business units to design, develop, and implement new systems or solutions.

- Familiarity with agile methodologies.

- Analytical thinker with a proven ability to probe, question and get under the hood- of established business operations and processes.

- Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups

Preferred Qualification:

- Bachelor/Master degree in Computer Science, Computer Engineering or related technical discipline.

- MBA Degree